Updated 24.02.2026

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Welcome to The Cat Lady Teesside family.

It’s a privilege to be trusted with your cats and your home. The information below simply explains how we work, what you can expect from us, and what we need from you to provide safe, consistent and loving care.

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By creating an account and booking services, you agree to the terms below.

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1. Getting Started

All new clients are required to:

• Complete their Online Client Portal
• Book a consultation (charged at our 30 minute visit rate)

If you move home or welcome additional cats, we may need to arrange another meeting so we can understand their needs properly.

 

2. Prices & Payment

Our prices are reviewed annually, usually on 1 January. Peak surcharges may apply during very busy periods.

• Full payment is due 7 days before your booking begins
• We accept card payments via our secure portal or bank transfer
• Services cannot begin without payment

We will always communicate price changes clearly.

 

3. Cancellations

We understand that plans change.

Standard bookings:
• More than 7 days notice: full credit (refundable on request)
• 2 to 7 days notice: 50 percent charge, remainder credited
• Less than 48 hours notice: full charge

18 December to 1 January:
• More than 7 days notice: 50 percent charge
• Within 7 days: full charge

No refunds or credits are given for early returns during an active booking.

Credits are valid for 12 months.

 

4. Minimum Care Requirements

Your cat’s wellbeing is always our priority.

• At least 1 visit per day is required
• Kittens under 8 months require 2 visits per day

Visits take place within your chosen time window. While we cannot guarantee exact arrival times, we always plan routes carefully to provide consistent care.

Visit durations may vary slightly by a few minutes depending on the day’s schedule and your cat’s needs.

During exceptionally busy periods, visits may be slightly adjusted, but care standards are never compromised.

 

5. Your Online Profile

Your secure online profile helps us deliver safe and consistent care.

Please keep it updated with:

• Health conditions
• Medication instructions
• Behaviour notes
• Alarm codes
• Emergency contacts
• Changes to access

Handwritten notes in the home are helpful for small reminders, but they are not a substitute for updating your profile.

 

6. Keys & Access

For reliability and emergency backup, we require two working keys unless you have an approved lockbox installed.

We securely retain keys between bookings.
Keys are coded and never labelled with your address.

You agree to provide safe and clear access to your property.

If we are unable to gain entry due to faulty locks or access issues, locksmith or call-out costs remain the client’s responsibility.

From 1 July 2025, services cannot be provided without key retention or lockbox access.

 

7. Emergency Contact

You must provide a local emergency contact who:

• Has a key
• Lives within reasonable distance
• Can make decisions on your behalf

If you cannot be reached, we will always act in your cat’s best interest.

 

8. Veterinary & Medical Care

If we are concerned about your cat’s health, we may seek veterinary advice.

We will always try to contact you first. If you cannot be reached, we will proceed in your cat’s best interest.

• Veterinary costs remain the client’s responsibility
• One vet visit (up to 2 hours) is included
• Additional time is charged at our standard hourly rate

We cannot care for cats with undisclosed contagious illness.

If medication is refused or complications arise, we may contact your emergency contact or vet.

 

9. Delayed Returns

If your travel is delayed, please inform us immediately so we can continue care.

Additional visits will be charged and must be settled within 72 hours of your return.

If a client fails to return and cannot be contacted, and no emergency contact can assist, we may arrange alternative care or contact animal welfare services. All costs remain the client’s responsibility.

 

10. Sharing Access

For everyone’s safety and insurance protection:

• We do not job share with friends, family or other pet care businesses
• We will not continue a visit if non-professional individuals are present
• Professional services such as cleaners must be declared in advance

If others access the property during a booking, we cannot accept liability for loss, damage or disruption.

 

11. Home Condition & Supplies

We kindly ask that your home be safe, clean and accessible.

Please provide sufficient:

• Food
• Litter
• Cleaning supplies

We will always tidy after your cats, but we are not responsible for permanent damage caused by them.

Excessive cleaning beyond normal expectations may incur an additional fee.

 

12. Outdoor Access

For safety, we recommend cats remain indoors during your absence.

We are not responsible for injury or loss resulting from outdoor access or escape.

If your cat is known to attempt escape, this must be disclosed at consultation.

 

13. Safety & Disclosure

For the safety of our team, you must disclose:

• Any history of aggression
• Biting or scratching behaviour
• Health risks
• Property hazards

If a sitter is injured due to undisclosed risks, the client may be liable for resulting costs.

We reserve the right to terminate services if a cat poses a safety risk.

 

14. CCTV

Any CCTV or recording devices must be disclosed before services begin.

Footage of our team must remain private and used for personal security only.

 

15. Heating & Utilities

Please leave your home within a safe temperature range (15°C to 22°C).

Hot water should not be turned off.

If temperatures are unsafe, we may adjust heating for your cat’s welfare.

 

16. Unforeseen Circumstances

In rare situations beyond our control, such as severe weather or national emergencies, we may experience delays.

We will always prioritise your cat’s welfare and communicate as soon as possible.

 

17. Emergency Purchases

If urgent supplies are required, we will purchase them and provide receipts.

You will be charged for:

• The items purchased
• The time equivalent to an additional 30 minute visit

Payment is due within 72 hours of your return.

 

18. Damage & Liability

We are not responsible for damage caused by your cat or for pre-existing property issues.

If we accidentally damage something, it must be reported within 12 hours of your return with evidence and a repair estimate within 30 days. Verified claims will be reimbursed within 14 days.

We hold Public Liability and Care, Custody and Control insurance.

Our liability is limited to the value of services provided during the booking in question and subject to our insurer’s policy limits.

We are not liable for indirect or consequential losses.

 

19. Data Protection

We comply with UK data protection law.

Your personal details, alarm codes and key information are stored securely and accessed only by authorised team members.

 

20. Termination of Services

We reserve the right to refuse or terminate services if:

• A cat endangers staff
• The home environment is unsafe
• Payment terms are not met
• This agreement is breached

Alternative arrangements may be made at the client’s expense if necessary.

 

21. Use of Images

We may share photos of your cat for promotional purposes.

If you would prefer we do not, please let us know in writing and we will happily respect your wishes.

Thank you for placing your trust in The Cat Lady Teesside.

 

We promise to care for your cats with kindness, professionalism and the same love we give our own.

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Copyright Notice

This agreement, including all wording, structure and policies, is the intellectual property of The Cat Lady Teesside.

It may not be copied, reproduced, adapted or distributed in whole or in part for commercial use without prior written permission.

We have invested significant time and professional input into creating these policies to protect our business, our team and our clients. Thank you for respecting that.

© The Cat Lady 2026. All rights reserved.​